Contact Center Cloud Specialist

il y a 2 semaines

Marseille, France TMC Temps plein

We Are Hiring a CC/CX Cloud Solution Specialist


Are you experienced in Contact Center (CC) and Customer Experience (CX) cloud solutions? Do you excel in solution administration, integration, and guiding teams through functional and technical requirements? Join us as a CC/CX Cloud Solution Specialist and help us ensure the smooth operation and continuous improvement of our cloud-based systems.


✨ Main Missions & Responsibilities:


• Oversee the rollout process to ensure a seamless migration for business and technical teams.

• Create and maintain key support documentation, including end-user/admin support processes, change procedures, and testbooks.

• Guide teams through solution configuration updates by adapting functional and technical specifications.

• Troubleshoot end-user issues with support from the solution integrator.

• Provide best practices for solution implementation and integration.

• Continuously monitor product evolutions and new features to maximize system potential.

• Facilitate the design and implementation of call center applications such as IAM connectors and consolidated reporting tools.


️ Required Skills:


• Expertise in CC/CX Cloud Solution Administration and IVR Scripting.

• Proven experience in CC/CX Cloud solution integration.

• Ability to anticipate risks, perform impact analysis, and propose solutions.

• Strong analytical and synthesis skills for understanding and solving complex issues.

• Excellent communication skills to engage both business and technical contacts.

• Fluent in English (French is a plus).


⚙️ Technical Environment:


• Experience with CC & CX Solutions such as Nice CXOne, Genesys Cloud CX, Salesforce, Open CTI, Service Cloud Voice, and Recording Compliance.


Expected Deliverables:


• Operational model: End-User and Admin Support Guide, Support Workflows.

• Detailed functional and technical specifications.

• Change procedures and functional testbooks.

• Impact analysis, meeting minutes, and internal/external communications.


| WHAT CAN YOU EXPECT FROM TMC?


TMC is an international high-tech consultancy company that brings expertise to its clients in order to support them with the realization of their technological challenges. As such, TMC is operating as an expert center at the disposition of its clients and we help them to be more competitive in an ever more global and faster-changing technological world.

At TMC we believe that people are the driving force behind technological innovation. That is why we want to create the best possible conditions for tech talents to thrive. We offer you a challenging and stimulating work environment in which you can be the director of your own career.

As an Employeneur you are part of our TMC family. Next to our outstanding technical expertise, fun and engagement are meaningful parts of our culture.


| WHY CHOOSE FOR EMPLOYENEURSHIP?


We are truly unique thanks to our Employeneurship model which is a true innovation for the High Technology consulting business. It is the business relationship of the 21st century for highly skilled technical professionals. It is built around 5 main pillars:

  • You will have a permanent employment contract, offering you stability and security;
  • You will get to know your market value and have a share in the profit your work generates thanks to the individual profit-sharing;
  • We will support you with one-on-one coaching and training designed to help you develop your entrepreneurial skills;
  • The competence cells structure provides you with a strong meaningful, and relevant network;
  • The entrepreneurial lab: a playground for new ideas and a potential launching for start-ups.

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